20%
Managing Knock Your Socks Off Service

Managing Knock Your Socks Off Service

          
5
4
3
2
1

Out of Stock


Premium quality
Premium quality
Bookswagon upholds the quality by delivering untarnished books. Quality, services and satisfaction are everything for us!
Easy Return
Easy return
Not satisfied with this product! Keep it in original condition and packaging to avail easy return policy.
Certified product
Certified product
First impression is the last impression! Address the book’s certification page, ISBN, publisher’s name, copyright page and print quality.
Secure Checkout
Secure checkout
Security at its finest! Login, browse, purchase and pay, every step is safe and secured.
Money back guarantee
Money-back guarantee:
It’s all about customers! For any kind of bad experience with the product, get your actual amount back after returning the product.
On time delivery
On-time delivery
At your doorstep on time! Get this book delivered without any delay.
Notify me when this book is in stock
Add to Wishlist

About the Book

In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back—and those who don’t soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with today’s empowered, web-savvy consumer in mind, Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand customer needs, expectations and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • Recognize and reward good performance The third edition features new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online. In short, everything readers need to ensure their frontline employees become their company’s biggest asset.

Table of Contents:
Contents Preface Thanks Imperative 1: Find and Retain Quality People 1 Recruit Creatively and Hire Carefully 2 Keeping Your Best and Brightest Imperative 2: Know Your Customers Intimately 3 Why Customer Satisfaction Isn’t Enough 4 Listening Is a Contact Sport 5 A Complaining Customer Is Your Best Friend 6 Little Things Mean a Lot 7 Learning from Lost Customers Imperative 3: Build a Service Vision 8 The Power of a Service Strategy 9 Getting Your Vision Down on Paper 10 Service Standards Build Consistency Imperative 4: Make Your Service Delivery Processes ETDBW (Easy to Do Business With) 11 Effort: The Achilles’ Heel of Customer Experience 12 Making Service Delivery Processes “Happy” 13 Measure and Manage from the Customer’s Point of View 14 Serving Online: When Clicks Replace Bricks 15 Add Magic: Creating the Unpredictable and Unique 16 Make Recovery a Point of Pride Imperative 5: Train and Coach 17 Start on Day One (When Their Hearts and Minds Are Malleable) 18 Training Creates Competence, Confidence, and Commitment to Customers 19 Thinking and Acting Like a Coach Imperative 6: Involve, Empower, and Inspire 20 Fostering Responsible Freedom 21 Removing the Barriers to Empowerment 22 Inspiring Passion for the Customer Imperative 7: Recognize, Reward, Incent, and Celebrate 23 Recognition and Reward: Fueling the Fires of Service Success 24 Feedback: Breakfast, Lunch, and Dinner of Champions 25 The Art of Interpersonal Feedback 26 Incenting Great Service 27 Celebrate Success Imperative 8: Set the Tone and Lead the Way 28 Great Service Leaders Foster Trust 29 Great Service Leadership in Action Endnotes Index About the Authors


Best Sellers


Product Details
  • ISBN-13: 9780814432044
  • Publisher: HarperCollins Focus
  • Publisher Imprint: Amacom
  • Depth: 19
  • Height: 90 mm
  • No of Pages: 256
  • Series Title: Knock Your Socks Off Series
  • Weight: 1 gr
  • ISBN-10: 0814432042
  • Publisher Date: 16 Jun 2013
  • Binding: Paperback
  • Edition: 3
  • Language: English
  • Returnable: N
  • Spine Width: 7 mm
  • Width: 60 mm


Similar Products

How would you rate your experience shopping for books on Bookswagon?

Add Photo
Add Photo

Customer Reviews

REVIEWS           
Click Here To Be The First to Review this Product
Managing Knock Your Socks Off Service
HarperCollins Focus -
Managing Knock Your Socks Off Service
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Managing Knock Your Socks Off Service

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book
    Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals


    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!
    ASK VIDYA